Managing your Threads inbox
The Threads inbox is where all your customer conversations live. As your volume grows, staying organized in the inbox becomes important. Here is how to keep it manageable.
Opening the inbox
Click Threads (or Messages) in the left navigation. This shows the unified inbox — all open conversations across all bookings and contacts, ordered by most recent activity.
Thread list layout
Each thread in the list shows:
The contact's name and the booking it is associated with.
The channel (email or SMS icon).
A preview of the last message.
The time of the last message.
An unread indicator if there are messages you have not seen yet.
Reading and replying
Click any thread to open the full conversation. Read through the history and reply in the text box at the bottom. Replies go via the same channel the thread was started on (email reply goes as email, SMS reply goes as SMS).
Thread statuses
Open — active conversation that has not been resolved.
Closed — conversation is done. Closed threads move out of the main inbox but are accessible in the closed view.
Closing a thread
When a conversation is resolved and no further action is needed, close it to keep your inbox clean.
Open the thread.
Click Close (or the close button in the thread header).
The thread moves to the closed list. You can reopen it at any time if the customer comes back.
Filtering the inbox
Use the filters at the top of the inbox to narrow what you see:
All / Open / Closed — filter by thread status.
Email / SMS — show only one channel type.
Assigned to me — if thread assignment is enabled, see only threads assigned to your team member account.
Unread — see only threads with messages you have not yet read.
Marking threads as unread
If you read a thread but need to come back to it later, you can mark it as unread. Click the options menu on the thread and select Mark as Unread. The unread indicator reappears, keeping it visible in your queue.
Searching threads
Use the search bar in the inbox to find threads by customer name, message content, or property address. Useful for finding a specific past conversation without scrolling through the history.
Inbox vs. booking-level messages
You can view and reply to messages from two places:
The inbox — all conversations in one place.
A specific booking — just the threads linked to that booking.
Both show the same messages. Use the inbox for your daily communication workflow and the booking view for looking at everything related to a specific job.
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